Retaliatory Review Removal

[Lala89]

Unfortunately, I am a frustrated Airbnb host.  In that last 2 weeks, I have gotten three guests that have trashed my property to various degrees. For the last guest, Airbnb cancelled the reservation after seeing that the guest did the following:

1. Showed up with 8+ people on a reservation for 4 people
2. Took a piss in the backyard
3. Attempted to cover the disclosed security cameras.
4. Smoked weed in a non-smoking house

Upon entering the property after the guest checkout, we noticed that the guest smoked weed inside the house and burnt the mattress cover and bedsheet in the process. They also broke the TV for which we have submitted an aircover claim.

The guest has since left me a retaliatory review and Airbnb is not willing to remove it despite the fact that the policy says retaliatory reviews will be removed if the guest breaks house rules. In this case, Airbnb cancelled the reservation after seeing video evidence of the guest breaking not only the house rules but also Airbnb's rules.

Who can help with this?

[Fred13]

Airbnb or no Airbnb, your first problem may be the fact you are consistently drawing too many guests to your very nice place. And also at $366 - $486, divided by 10 is 'a $36-$48 a night' wrong type of clientele no matter which way you slice it. Allowing 10 people signals a possible party locale to many.

Perhaps allowing a maximum of 6, with some case-by-case exceptions (like a family) will help. Charging $350 for the first (2) and $50 for extra persons; which may amount up to 4 additional persons after first 2 (a plus $200) and you will be ahead, without a hard-to-control crowd and their stupid reviews.

[Lala89]

Thank you Fred!

[Mark116]

@Lala89   If you've had three very bad guests in only a matter of a couple of weeks you might want to look at what you are doing to vet your guests and how you could increase vetting to hopefully prevent this in the future.  You could do this by adding more rules, engage in more communication before/during booking or as Fred suggests also raising the price.  Your properties are lovely, but definitely I can see the attraction to people who are looking for a party.

[Jenny]

Hi @Lala89 

Has the review been removed since you posted this?

We can pass your concerns over to the team, but when I checked your reviews, they were all five star so I'm really hoping it's been removed.

Please let me know!

Jenny

[Lala89 · Accepted solution]

Thanks Jenny. It has been removed. 

[Jenny]

Thanks for letting me know @Lala89 - please pop back if you need anything else.

Jenny

[Lala89]

Hi Jenny, please I need your help. I have a claim from a reservation where the guest smoked and caused other damage to my property. I have provided evidence of the smoking and now the claims agent is asking me for an incident report. i have asked for a call back but have not been able to hear anything back. Is this something you can help me with? 

[Bhumika]

Hi @Lala89, How are you?

Were you able to get in touch with Customer Support regarding this later?

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